Client Support Specialist at OCV LLC – Opelika, Alabama

Career Description Overview: The Client Support role at OCV serves as a point of contact on the front lines of day-to-day client interactions. Working closely with a variety of departments, this person will be responsible for handling the incoming business communications and proactively working with team members to direct and resolve inquiries. Responsibilities: - Field and route incoming calls during business hours - Oversee and field incoming support tickets - Communicate with team members to resolve and closeout support tickets - Initiate project management and engineering procedures based upon client request - Complete and maintain daily/weekly/monthly reports - Work with engineering and operations to manage and track client account information - Work with operations to assist in managing a variety of admin-related standard operating procedures. - Assist with overseeing the OCV app monitoring system and route communications - Run occasional quality control procedures and complete documentation - Collaborate with OCV leadership to identify process improvement areas - Maintain extensive documentation, including Google docs, sheets, and electronic communications - Follow systematic processes and checklists to verify mobile app functionality. This will consist of hands-on manual testing of live apps and apps in beta. - Track mobile application testing history and assist in developing test scenarios Other duties as assigned Education and Experience: - High School Diploma is required and a Bachelor's Degree is preferred - At least two (2) years experience in customer support and communications - Computer skills: Operating systems (Windows, MacOS), Microsoft Office, G Suite, HubSpot Required Skills: - Ability to communicate clearly and professionally, both orally and in writing - High degree of accuracy, attention to detail, and ability to complete tasks under deadline pressure - Ability to assess customers' support needs, provide solutions or refer them to other team members - Ability to maintain composure and customer focus while solving issues - Willingness to consistently and accurately follow established policies and procedures Commitment to maintain the highest level of confidentiality while working with company or client data - The ability to find opportunities for operational improvement and suggest strategic improvements to enhance the customer experience. - Demonstrates exceptional flexibility and adaptability to ever-changing work-flows and responsibilities Location: - On site headquarters in Opelika, AL